Dynamics 365
Dynamics 365 Customer Service
Case management with ownership, SLAs, escalation and knowledge — everything a shared mailbox structurally cannot provide.
Financial Services · Business Applications
Thousands of service interactions a day, forty per cent automated
A digital-first retail bank, Europe. The bank promised a streamlined, personalised banking experience to nearly two million customers, but needed a cloud CRM that could turn its data into better customer journeys and handle service volume at scale.
The situation
What the organization was dealing with
The bank promised a streamlined, personalised banking experience to nearly two million customers, but needed a cloud CRM that could turn its data into better customer journeys and handle service volume at scale.
A digital-first bank has no branch network to absorb service failures. Every problem arrives through a channel the bank controls, at volume, and the cost per interaction determines whether the model works at all.
What was done
The work, and the part that was actually hard
Dynamics 365 Customer Service was implemented with Copilot in Customer Service and Copilot Studio, meeting omnichannel requirements and providing automated assistance across daily service volume.
Forty per cent of processes automated is the figure worth examining. It is high enough to change the economics and low enough to be credible — the remaining sixty per cent are the interactions that genuinely need judgement. Organizations that claim near-total automation are usually counting deflection rather than resolution.
Results
What was published
These are the figures exactly as reported in the source. Nothing has been rounded, extrapolated or restated.
Of processes automated40%
Customers served~2M
Interactions handled daily1,000s
What changed
- Omnichannel service delivered at the scale the customer base required
- Automated assistance handling a large share of routine interactions
- Communication with customers improved across marketing and service together
- A platform the bank continued to extend after the initial deployment
Platforms involved
What each product was doing here
Copilot
Copilot in Customer Service
Conversation summarisation, response drafting and knowledge surfacing inside the agent's flow of work.
Copilot
Copilot Studio
Agents built over an organization's own knowledge and processes, published into Teams, a website or a phone line.
What transfers
If you were to attempt this
The automation-versus-judgement split is the useful frame: decide which interactions should never be automated before deciding which can be.
Where it usually gets harder than expected: At this scale, the quality of the knowledge base determines whether automation helps or harms. An agent drafting from an outdated article produces a confident wrong answer faster than a person would have.
How we would take it on
Our approach to Business Applications work
1
Shadow the real process
We sit with the people doing the work and watch what actually happens, including every workaround. Process documents and reality are rarely the same thing.
2
Design against your own data
We prototype and show you your own records in it, not a demo company, before anything is built.
3
Go live in a contained phase
By site, by practice group or by service line — with the group that wants it most going first, to a fixed price.
4
Measure against the baseline
We report against the numbers agreed at the start, including where the result fell short of the target.
Recognise the problem?
If any of the above describes your organization, tell us where it hurts most. We will tell you what the same platforms could realistically do in your environment, what we would measure, and whether we think it is worth doing at all.
Talk to our teamMore Business Applications storiesWe reply to every message within one business day.
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